General Management

Course Overview: This is a course meant as an introduction for new or up and coming General Managers. It can also be used as a refresh for Senior General Managers within large high performance outlets.

Course Objectives:

  • To understand your role as a General Manager.
  • Why great leadership provides a great team.
  • The importance of self and team development.
  • How to motivate and inspire your team continuously.
  • Understanding the importance of good communication.
  • Basic skills of general management, planning, coaching, influencing and delegation.
  • Sales skills that will enhance your PnL.
  • The Customer Experience Understood.

Course Content: What is a General Manager?

  • A review of the many different faces of Hospitality Management but how they all become the same, a leader.
  • The basics, how you got to where you are now and how you wish to successfully move forward.

What makes a great leader?

  • Discussions about previous historical leaders, how we can emulate the same within our business and what does great leadership look like.
  • Leadership behaviours
  • Developing yourself, how to enhance your knowledge, learn more about your business and personalise your own self development.
  • Developing your team, the importance of moving your team forward, the great advantage this gives you as a leader and how it grows your business fast.
  • How to engage, inspire and motivate your people.
  • Integrity, why this is so important as a leader.

Basic Management Skills

  • Understanding your brand and why it is so essential your team understand the part they play to delivering the customer experience.
  • Effective planning, short, medium and long term, also effective strategies that enhance your plans and why it is important to share your vision.
  • Successful communication, the most important of your leadership skills, ensuring understanding of how good commination enhances yourself, your team, your senior management and your customers.
  • A review of delegation, good people practises and how to inspire by leading by example.
  • Keeping it simple. The importance of simplifying.

Customers and how to sell with integrity

  • Why brand standards, product placement, cleanliness and staff appearance, are your foremost important steps to great customer service.
  • Follow the rules that your company has set out as a sales structure but ensure that your team has the most important tools at their disposal. ( A review of what this is)
  • Changing a ‘Want’ to a ‘Need’.
  • The sales technique called MAN.
  • An Understanding of what a great customer experience looks like and how important this is to driving your business forward.

A review of the course and how you will now move forward

  • A look at the courses key points
  • Q&A

Duration: One Day

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